Hello, I bought this product with Leimo (InnovaDerma) - the company sell growth hair product and they have a guarantee 12 months money back if my hair has not grown. After 12 months, I lose more hair and my hair has not improve at all. So I asked for a refund. Leimo company called me and said some other company had taken over their company. They are only allow to refund 60% of the total, it's not right. And I've been waiting for 6 months from the day I lodged in my claim. Until now I can't get anything back. Can you please give me an advice under Australian Consumer Law?

Hello, I bough the product with Leimo - the company sell growth hair product and they have a guarantee 12 months money back if my hair is not growth. After 12 months I lose more hair and my hair was not improve at all. So I asked for refund. Leimo company called me and said some other company take over their company, they they only allow to refund 60% of the total, it's not right. And I waiting for 6 months from the day I lodge in my claim, until now I can't get anything back. Can you please give me an advice.

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I bought the Leimo product on 8/1/2013. And I was asked to refund in Dec/ 2013 because it's not working on me. The sellers said it may take more than 12 months to see a result. But I said no, because I'm not trust them. And the seller said I could refund the hair laser device before 8/1/2014 and they can process the payment to me.
In Feb/2014 I asked them to get a refund they said it may took more than 3 months to process. In April Leimo company called me up said they only can pay to me 60% of the total value of the packed I buy. I said it's not right. Leimo company said nothing they can do. And until now I still don't get my refund.
I live in ACT

Hi Thuy,
As a first step, you should consider writing to Leimo (and InnovaDerma, the apparent new owner of Leimo) to reply and complain about Leimo's failure to provide their express warranty. I assume this is "thicker, fuller and healthier hair within 12 months or money back refund".

Your letter/email should set out:

the factual summary of the events to date (similar to what you have written above but with clear headings, checked for spelling, etc.);

a request for Leimo to provide their money back refund warranty to you within a reasonable timeframe (e.g. 2 weeks) because, under Australian Consumer Law, you are enforcing your right to the warranty promise made by Leimo; and

you may also want to reference the Queensland Civil and Administrative Tribunal (QCAT) case featured by the Courier Mail in my earlier post.

The sole company director and shareholder of InnovaDerma Aus & NZ Pty Ltd is Haris Altaf CHAUDHRY (DOB: [Redacted by Moderator following request from Mr Haris Chaudhry on 22 June 2014], POB: [Redacted by Moderator]) of [Redacted by Moderator].

Yes, I write a letter to them and that's what they reply to me. They said new company only accept to pay 60% of the total value.

Hi [Name Redacted],

I am almost certain, Eva, your designated customer service representative, discussed to you exactly why we are not in any position liable for your refund as we are a different company now — Innovaderma, acquired Leimo/Leimo International Australia just about the end of the quarter last year. That simply means, we do not have your money, nor we can’t return it to begin with.

But nevertheless, Innovaderma placed a policy to bargain whatever liability, including previous MBG (money back) claims from previous customers, that Leimo International Australia had previously. Thus, the 60% money back was offered to you.

I know you are frustrated about this, and we are too as we have to shell out directly from our pockets, and reimburse you for something we didn’t have in the first place. However, we appreciate all the patience you put up and rest assured I will personally raise this to management and get back to you soon.

I hope your company have an answer to me. Either you refund to me as your advertising: ""If you are not satisfied with your results after 12 months of use, we will reimburse your purchase price of the component in the Leimo Personal Hair Laser Kit less the RRP (recommended retail price) for the cost of the hair care products in the starter kit."

Hi,
From the day I lodge in for refund until now, it's 6 months and I still can't get my refund back.
If your company keep going like that, I may have to take it to the court. From whatever you promise for 12 months money back guarantee, it mean you have responsibility to the customer as what you promise to the website. I don't care who take over the company but your business still keep operating as the same. I asked some advice from lawyer, they said I can take this problem going to court under the Australian consumer law.

So I just asking once again when I can get my refund. Just give me an answer when ? Otherwise I will take it further.

Hi,
I just wonder how long I have to wait to get my refund?
I already talk to your company about refund my money,
But until now I don't receive anything.
Can you please get my refund as soon as possible

Hi there,
I send the laser device back with a RAN number. The laser device is still working as normal by the time I send it back to you. But now after 1 months from the day I send the device back. I still don't get my money back. What's happens?
I'm on my holiday at the moment. Feel free to contact me through my email,

Anyway, kindly post the laser, base and power supply to PO Box 249 Kallangur QLD 4503 while quoting your Return Authority Number (RAN) [RAN Redacted] on a piece of paper. Please send it via registered post so shipment can easily be traced. Post mark should be within 14 days of the return notice.

Once received, it will then be forwarded to the Repair Team for inspection.

If you have questions or concerns, do not hesitate to reply to this email or call 1800 186 686.

Hi there,
I was waiting for a while but still not hear anything back from you.
You said you already report to your head office. So I just wonder when I can send a laser device back to you and to which address.
My 1 year will be due by 8 Jan, I hope I can hear from your company soon

It is unfortunate to hear that you have not seen noticeable results yet. As mentioned before, this is something that requires patience. As a Customer Care Specialist, I speak with roughly 60 to 70 customers a day. To be honest with you, the rate of improvement with this treatment varies from one person to another. There are some who reports good results after using the treatment for 6 to 9 months and there are some who takes over a year.

We are, however, confident that the minimum thing to expect from the program is to keep the hair that one has and prevent it from further losing. If you have been following the routine for almost a year now, there is a great chance that your follicles are just starting to get rejuvenated hence no visible re-growth yet. If the follicles have been dormant for a long time, it also takes time to be rejuvenated; it cannot produce normal hair yet.

Now, with regards to your intent to claim against the Money Back Guarantee; I will be forwarding it together with your record to the Head Office for assessment.

We will be contacting you for any further updates. You may email us back or call1800 186 686 for any other concerns or questions.

Hello,
After 11 months using leimo, but my hair is not growth.
So I would like to return the Leimo laser device.
What is the address for me to send back the leimo laser device and get my money back.
I would like to send the leimo device before 8 Jan.

Hi Thuy,
You may want to consider sending a further email/letter that includes:

You disagree with their current position on refunds because their company's sole director and shareholder, Haris CHAUDHRY's apparent LinkedIn profile notes that the corporate transaction was a merger - not an acquisition;

Even if the corporate transaction was an acquisition, then it is reasonable to assume that InnovaDerma Aus & NZ Pty Ltd acquired both the assets and liabilities of the Leimo International - Australia Pty Ltd business (and should have reasonably made a provision for liabilities, including refund) as part of the acquisition;

Based on WHOIS information, Leimo International - Australia Pty Ltd is still the registered owner of the leimo.com.au domain name; and

You insist on a full refund and will not accept their current position to "bargain" a refund amount.

Thanks so much for your advice. Leimo company told me they only can refund 60% of the hair laser device. They won't refund the package of hair products such as: shampoo, condition, day and night serum... Because they said I used this products so won't refund this money to me.
They only refund 60% of the hair laser device which I already return to them.

Hi Thuy,
From Mark Deng's QCAT decision as reported in the Courier Mail:

Leimo argued that it should not have to pay the refund because Mr Deng did not comply with the seven conditions of the money back guarantee.
But Ms Stilgoe found the contract terms were void and although Mr Deng had used the shampoo and conditioner they were part of a package that did not comply with the warranty and he should get the full refund.

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This post is general information only and must not be read as legal advice.

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If I want to send a complaint to ACT court or whatever to asked for money back. Where should I put in complaint form for investigation ? Because Leimo won't refund the shampoo and conditions to me. It's for sure.